Which properties of the call center must be configured so that hunt groups are treated as skill hunt groups for the Automatic Call Distribution (ACD)?

Hunt groups are set to be skill hunt groups if the ACD is set to yes, and Expert Agent Selection is set to yes.

Hunt groups are set to be skill hunt groups if the ACD is set to yes, and if Expert Agent Selection is set to no.

Hunt groups are set to be skill hunt groups if the ACD is set to yes, and Expert Agent Selection is set to yes.

Hunt groups are set to be skill hunt groups if the ACD is set to no, and if Expert Agent Selection is set to yes.

Hunt groups are set to be skill hunt groups if the ACD is set to no, and if Expert Agent Selection is set to no.

A supervisor wants their agents to automatically log out at a specific time.Which two administration forms are used to configure this functionality? (Choose two.)

Feature-Related System-Parameters Form

A supervisor with console permission can enter an agent’s login ID, and add or remove an agent’s skill via Feature Access Code (FAC). Agents can also dial FAC to add or remove a skill.Which statement is true about the configuration of this feature?

The supervisors class of services (COS) must have the field “Add/Remove Agent Skills” set to y.

The supervisor’s class of restriction (COR) must have the field “Can Force a Work State Change” set to y.

The supervisors class of services (COS) must have the field “Add/Remove Agent Skills” set to y.

The agent’s COS must have the field “Add/remove Agent Skills” set to y.

The supervisors COS must have the field “Can Force a Work State Change” set to y.

The supervisors COR must have the field “Add/Remove Agent Skills” set to y.

In the call center, to prevent an agent from dialing “off-net” to particular numbers, which action should you take?

Create a class of restriction (COR) for calling privileges.

Create a class of service (COS) for the dialing features.

Create a class of restriction (COR) for calling privileges.

Create a class of restriction (COR) for the feature access code.

Create a class of service (COS) for a collection of feature access codes.

Which three Vector Directory Number (VDN) parameters are associated with the active VDN?(Choose three.)

Best Services Routing (BSR) Application

Which two statements describe why the agent’s state would be designated as ‘OTHER’ in a non-EAS environment? (Choose two.)

The agents are dialing a number to place a call or activate a feature.

An ACD call is ringing at their telephone.

The agents are on calls from another split.

The agents are on outgoing calls.

The agents are dialing a number to place a call or activate a feature.

An ACD call is ringing at their telephone.

The agents have pressed their aux work button.

Which option describes a feature access code?

any group of 1 to 4 digits which can include asterisk (*) and pound (#) signs at the beginning

any group of 1 to 4 digits where an *(asterisk) can appear anywhere

any group of digits and asterisks (*) or pound signs (#)

Which statement describes the purpose and function of a hunt group?

It is a group of agents that all have the ability to answer specific calls.

It is a group of VDNs that receive calls and pass to a vector.

It is a group of extensions that receive calls to a specific telephone number.

It is a group of skills that an agent has to manage specific calls.

A call center has agents skilled in sales of product X. You want them to be able to wrap up calls after they complete a sales call.To allow this agent to wrap up a call, which parameter should be adjusted?

Assigned Skill on the Hunt Group form

Call Handling Preference on the Hunt Group form

Timed ACW field on the VDN or Hunt Group form

Direct Agent Call First on the Agent Handling form

Customers need to use the extension 5004 for announcements in a vector but the vector will not save. To ensure that the resources are configured, what should be done first?

Configure a dial plan with a 4-digit extension that begins with 5.

Configure an announcement using the extension 5003.

Configure a dial plan with a 4-digit extension that begins with 5.

Configure a dial plan with a 4-digit feature access code.

In an Expert Agent Selection (EAS) Call Center, the customer wants queued calls to be answered by the agent that has been available the longest. Skill level is not to be taken into account when routing the queued calls to an agent.To meet this requirement, to which type of call distribution method should the hunt group be configured?

Uniform Call Distribution Most Idle Agent (UCD-MIA)

Expert Agent Distribution-Most Idle Agent (EAD-MIA)

Uniform Call Distribution Most Idle Agent (UCD-MIA)

Direct Department Calling (DDC)

Which Expert Agent Selection (EAS), when is an agent-loginID associated with a specific extension?

When the agent logs in at that extension

When the station has Auto Answer enabled

When the telephone extension is configured on the station form

When the agent’s login ID is administered in the switch

When the agent logs in at that extension

A customer wants the ability to track the call types for Automatic Call Distribution (ACD) calls answered by agents. These call types will be defined by the customer.Which call center feature can the customer use to track their defined call types?

Redirection on No Answer (RONA)

Least Occupied Agent (LOA)Answer: D

Avaya 7392X Practice Test 2 - Free Online Exam Prep & Questions

Which three features on the Vector Directory Number (VDN) form are only Call Center Elite feature related? (Choose three.)

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Avaya 7392X Practice Test 2

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